Marketing for keeps : building your business by retaining your customers / Carla B. Furlong.
Material type:
TextPublication details: New York : Wiley, c1993.Description: xii, 244 p. : ill. ; 25 cmISBN: - 047154017X (acidfree paper) :
- 9780471540175
- HF5415.5 .F87
| Cover image | Item type | Current library | Home library | Collection | Shelving location | Call number | Materials specified | Vol info | URL | Copy number | Status | Notes | Date due | Barcode | Item holds | Item hold queue priority | Course reserves | |
|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|
Books
|
Methodist University Library Main General Stacks | Reference | HF5415.5 .F87 (Browse shelf(Opens below)) | Available | 12298 | |||||||||||||
|
Books
|
Methodist University Library Main General Stacks | Reference | HF5415.5 .F87 (Browse shelf(Opens below)) | Available | 12458 |
Browsing Methodist University Library Main shelves,Shelving location: General Stacks,Collection: Reference Close shelf browser (Hides shelf browser)
|
|
|
|
|
|
|
||
| HF5415.5 .B57 Managing service as a strategic profit center / | HF5415.5 .C6635 Customer care excellence: | HF5415.5 .C83 Online customer care : | HF5415.5 .F87 Marketing for keeps : | HF5415.5 .F87 Marketing for keeps : | HF5415.5 .P44 Customer relationship management / | HF5415.5 .S49 Customers.com : |
Includes bibliographical references and index
Ch. 1. Customer Retention: The Key to Growth and Profit --
pt. I. Mobilizing the People and the Organization for Customer Retention. Ch. 2. Were All In This Together: Using Cooperation to Keep Your Customers. Ch. 3. To Know Them Is to Retain Them: Researching Customer Wants and Needs. Ch. 4. Focusing on Your Best Customers: The 80/20 Rule. Ch. 5. Empowered Employees: Your Greatest Asset for Keeping Customers. Ch. 6. Internal Customers: Building Success from the Inside out --
pt. II. Building Organizational Commitment to Customer Retention. Ch. 7. To Err Is Human: Recovering Lost Customers. Ch. 8. Keeping in Touch: Customer Retention through Customer Contact. Ch. 9. Customer Encounters of the 4th Kind: Keeping Customers through Multiple Relationships, Cross-Selling, and Customer Partnerships --
pt. III. Organizational Integration. Ch. 10. Lead, Follow, or Get Out of the Way: Translating the Customer Retention Model into Management Action. Ch. 11. The Buck Stops on Everyone's Desk: Staff Accountability for Customer Retention. Ch. 12. Recognizing Good Work: Using Employee Incentives for Customer Retention. Ch. 13. What Works Today May Not Work Tomorrow: Adapting Your Customer Retention Strategy.
There are no comments on this title.